Why is the ad list in the UTM Manager empty or not loading?
The ad list stays empty when no ads are running, the wrong ad account is picked or the ad platform could not be read, and each case has its own message.
When there is no list at all
Only the Meta, Google Ads and TikTok tabs have a list of your ads. A list loads once the ad platform is connected and an ad account is picked at the top of the tab. Before you pick an ad account, or after you clear it, for example with No ad account chosen, there is no list. See How do I connect or change the ad account behind the Meta, Google and Tiktok tabs?.
The Snapchat, Influencer and Pinterest tabs, and the AppLovin tab when your store has it, never have a list, because TrueROAS does not check those ads.
Meta tab
- While the list loads, you see a spinner and grey placeholder rows.
- No active ads. Did you pick the right ad account? means that the picked ad account has no ads that are active, in review or being processed, or that your ads run in another ad account. Paused ads are not listed. Check the ad account at the top of the tab.
- If the tab shows Connect via Facebook or Re-Connect via Facebook at the top, TrueROAS has no Meta connection to read your ads with, and the list stays empty until you connect.
- With one Meta ad account, a red message starting with Could not retrieve ads shows when loading fails. Click Update at the top of the list to try again.
- With several Meta ad accounts combined, if the list stays empty although your ads are running, click Update, and check that your Facebook login can still open each ticked ad account. See Can I combine several Meta ad accounts in one store?.
Google Ads tab
While the list loads, you see grey placeholder rows. When it cannot load or is empty, a message shows above the list.
| Message | What it means |
|---|---|
| We could not read your campaigns. Your Google login does not have access to this ad account., with Check your role in Google Ads, or disconnect and reconnect Google above. | Google Ads did not let your Google login read the campaigns of the picked account. Fix your access, then click Try again next to the message. |
| We could not load your Google campaigns right now., with Try again in a moment. If it keeps failing, contact us in chat. | Something else went wrong while loading. Click Try again next to the message. |
| No enabled campaigns found in this ad account. | The picked account has no enabled campaigns, or your campaigns run in another account. Paused and removed campaigns are not listed. The list itself reads No enabled campaigns. Did you pick the right ad account? |
When no campaigns have loaded yet, the list itself reads Campaigns could not be loaded. after either error message.
TikTok tab
- While TrueROAS checks your ads, you see a spinner.
- When the check is done, you see either All your ads are reporting the TrueROAS tracking URL! Well done! or a list of the running ads that miss the code. If you see neither, the check did not finish. Reload the page to run it again.
- A list with a single row named All Campaigns / - / Smart+ Campaign Account means that TikTok returned no running ads. Why, and what to do, is explained in How do I add the tracking code to my TikTok ads?.
Good to know
- If your Meta or Google Ads connection has stopped working, see What do I do when my Meta or Google Ads connection stops working?.
- Clicking Update on the Meta or Google Ads tab, or reloading the page, always tries again.
- A campaign that is missing from the Ads Manager table is a different question. See Why is a campaign missing from the Ads Manager?.